Amazon cancellation request help

pinkgem

mishkanorman wrote: »

its a huge grey area as it doesnt cover the buyer changing mind occasions on amazons policy, and the info on selling regs only talks about businesses.

if you feel strongly enough about it, stick by your guns, but get back up from amazon first so when/if you get a neg you can have it removed,

mishka

i think i will give amazon customer services a call tomorrow as i do not see that i should have to be out of pocket due to his error/change of mind

he has really annoyed me because he didn't even ask if he could cancel he just told me that he was cancelling and then 3 hours later that he had cancelled the order!?!

and now he seems to think that i have to pay for him to return it and is requesting a returns label!

if it were me i would have sent an email apologising for purchasing in error and asking if it would be at all possible to cancel before the item was sent.

if it was too late the i would only expect the item cost back or i may even just resell the item myself.

Hintza

Just tell them to get the item back to you in the condition it was sent whether via refusal or posting it back themselves. You then refund them the cost of the item (and if generous the difference in the Postage charge anfd what you paid). You have no reason to call customer services......and if you did they will tell you its upto you how you deal with it, but that its best to come to an amicable solution.

This really is not a big deal and if buyer doesn't return then you don't refund. Be firm but fair.

pinkgem

Hintza wrote: »

Just tell them to get the item back to you in the condition it was sent whether via refusal or posting it back themselves. You then refund them the cost of the item (and if generous the difference in the Postage charge anfd what you paid). You have no reason to call customer services......and if you did they will tell you its upto you how you deal with it, but that its best to come to an amicable solution.

This really is not a big deal and if buyer doesn't return then you don't refund. Be firm but fair.

i emailed him approx half an hour ago simply stating that if he wanted a refund he should return it in its original condition within 7 days at his own cost and that i would refund the item cost upon receipt.

just received this response:

"It wasn't my mistake. It was a fault on the website. Not only that but I notified you in good time. Please send my a reply paid label."

i don't think i have ever dealt with anyone like this before, i think i will await some further advice before replying to him again

pinkgem

i replied with

"If you believe there has been a fault on the website then may I suggest that you take this up with Amazon.

If this is found to be the case then I am unsure as to why you think I should bare the cost of this.

I am not required to send you a reply paid label.

If you would like to return the item for a refund please do so within 7 days, in its original condition.

Thanks"

I received this response:

"You received an email cancelling the purchase more than 12 hours before you posted the item. I believe you did so deliberately in order to persuade me to accept it."

he emailed me after midnight last night, i have no time/chance to check my emails in the morning, i posted at lunchtime today

funkyfunkymonkey

Hi Pinkgem

Talking to Customer Services in the morning is definitely the best option (I have always found them very helpful), especially as the buyer is blaming the Amazon Website - just like in my case. They will be able to confirm the 2nd purchase and put a note to remove any negative feedback due to you not paying return postage (that is definitely in their terms), they may also agree that you do not have to refund the outgoing postage (although their terms say that we should) - again they can put a note on your file to say they recommended this course of action and negatives will be removed.

Also, if the buyer is refusing to return the item without a returns label, you could suggest that he goes the route of an A-Z Claim - your response will be that he is refusing to return the item so will not refund. Amazon should back you up on this and insist that the buyer returns the item for their refund or they may choose to refund themselves - a word of warning though, there is a chance they will refund the book, take the money from your account and the buyer gets to keep the book. You may wish to discuss this with Customer Services as well and see what they suggest.

Good luck, let us know how you get on.

FFM

Hintza

Funky has a good point about contacting CS re the feedback issue, but apart from that they will tell you to sort it out yourself.

The only thing you can point out is that you work and packed the item in the evening to send next day and unfortunately you didn't check your emails again.

If they are still not happy tell them to contact Amazon.

pinkgem

anyone got the 0800 number for amazon? it was in another thread i started a few weeks ago but i can't find it

Hintza

Here it is:- 0800 279 6620

pinkgem

funkyfunkymonkey wrote: »

Hi Pinkgem

Talking to Customer Services in the morning is definitely the best option (I have always found them very helpful), especially as the buyer is blaming the Amazon Website - just like in my case. They will be able to confirm the 2nd purchase and put a note to remove any negative feedback due to you not paying return postage (that is definitely in their terms), they may also agree that you do not have to refund the outgoing postage (although their terms say that we should) - again they can put a note on your file to say they recommended this course of action and negatives will be removed.

Also, if the buyer is refusing to return the item without a returns label, you could suggest that he goes the route of an A-Z Claim - your response will be that he is refusing to return the item so will not refund. Amazon should back you up on this and insist that the buyer returns the item for their refund or they may choose to refund themselves - a word of warning though, there is a chance they will refund the book, take the money from your account and the buyer gets to keep the book. You may wish to discuss this with Customer Services as well and see what they suggest.

Good luck, let us know how you get on.

FFM

i have just spoken to customer services. i asked if they could tell me if he had purchased 2 of the same items but she just said that could be the case or he may have just changed his mind about mine. she confirmed that he had to pay return postage and it was up to me if i refunded original postage costs. i said i didn't think i should have to as he wanted to return the item due to his error and she agreed with me.

she didn't say they could definitely remove any negative feedback. in fact she said they were very strict about feedback removal. i was told to wait and see what happens and if negative feedback is left to phone back. she did say she would make a note that i had phoned and what my concerns were.

i don't think i will suggest an a-z claim as i don't want to risk him being allowed to keep the item and have a refund as well if that is what may happen. why would they do that if i am not at fault in any way?

edit: forgot to say when i mentioned that he blamed a website fault she pretty much said that was nonsense

pinkgem

Urgent advice needed regarding this problem!

As you know, the item was posted on 13th March by 1st Class Recorded, I tracked the item yesterday to see that delivery was attempted on 14th March and a card was left, it is now at his local sorting office.

Since the buyer no longer wants the item he is unlikely to collect it from his sorting office. Now what happens?

I presume it will come back to me and he will not have received it but I don't feel that I should have to refund his original postage since he has chosen not to collect the item from the sorting office.

He may not have received a card and may contact me asking where it is, I can then tell him that its at his local sorting office.

Or he may have received the card, may ignore it, may not bother contacting me and then attempt a claim through Amazon through item not received.

Do you think I should phone Amazon Customer Services again? and tell them that Royal Mail attempted to deliver the item but since the buyer changed his mind about wanting it he is unlikely to collect it and will then claim item not received and want a full refund but I have had to pay out postage costs which I cannot get back.

I really don't know what to do now, I just don't want to be out of pocket at all because the buyer changed his mind.